HWS: Customer Advocacy Coordinator

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to over 30% of the Fortune 100 with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.  

Last year, more than $3.3 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers. 

This is an engagement through Upwork’s Hybrid Workforce Solutions (HWS) Team. Our Hybrid Workforce Solutions Team is a global group of professionals that support Upwork’s business. Our HWS team members are located all over the world.

Work/Project Scope:

We are looking for a Customer Advocacy Coordinator to help bring Upwork’s product to life through customer stories and by showcasing the transformative opportunities that our work marketplace unlocks. Customer stories are at the heart of so much of what we do, from integrated brand campaigns to product launches to customer events. In this role, you’ll help the customer advocacy team with pipeline and request fulfillment activities by conducting customer research and outreach, conducting searches and compiling reports in the team’s database, and tracking activities and assets. You’ll also liaise with cross-functional teams to fulfill requests, develop marketing and sales assets, and coordinate customer participation in various activities.

• Identify relevant customers and assets to fulfill requests from the Customer Advocacy team, cross-functional partners, and other stakeholders by conducting searches in the customer advocacy database. Compile lists and reports to assist in fulfillment efforts.
• Conduct outreach to customers to gauge their interest and availability to participate in activities such as interviews, reference calls, and events, as well as secure their approval on assets in which they are featured. Track relevant information and actions, such as schedules, sign-offs, and follow-ups.
• Conduct onboarding interviews with customers to help the advocacy team understand the customer’s Upwork experience and identify relevant opportunities for them.
• Conduct customer research using various internal systems to compile advocate profiles based on nominations and requests.
• Maintain customer details and records of advocate and asset usage in the customer advocacy database. Maintain accuracy through regular and ongoing updates and audits.
• Track and update workflows in department project management tool to provide the Customer Advocacy team, cross-functional partners, and other stakeholders with accurate and timely communication and updates on status and progress.

 

Must Haves (Required Skills):

• Experience in customer advocacy or customer marketing
• Poise, discretion, and a demonstrated ability to interact with individuals at all levels of an organization, including VP and C-level executives
• Excellent verbal and written communication skills
• Strong interviewing skills.
• Customer steward mindset and mentality as well as customer-facing experience (particularly with senior-level audiences)
• Team player who can work effectively and efficiently with multiple stakeholders and contributors at various levels
• Strong project and program management skills; experience in prioritizing, organizing, and tracking multiple projects of varying complexity and completion dates
• Strong attention to detail
• Knowledge of and experience using CRM systems (particularly, Salesforce and R/O Innovation) and project management tools (particularly, Asana)
• Bias toward action

 

Upwork is proudly committed to fostering a diverse and inclusive workforce. We never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.   

 

 

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